[README] Common Support Issues / Requesting Support

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Thalmor Wizard

Staff member
Site Contributor
Hi all

This thread hopefully aims to provide you with information about how to request support, as well as answers to common support queries we get here. Before posting, please check here so that we can assist you fully: threads asking for support on a common query (eg fraps recording only for 30 seconds) will likely be closed with a link to this thread.

It is highly recommend that you "watch" the threads you create. If your profile settings are not set to automatically watch threads which you create or reply to, you can click the link Watch Thread when viewing a thread. It is also highly advisable to ensure you get email notifications when responses are posted in a thread you are watching so you can get the latest information and (in the case of support threads) know when someone has responded to your query.

General Things [READ THIS FIRST!]:
* Please make sure you provide ALL information that is requested. Ignoring requests for information will make it hard for us to support you.
* Please make ONE thread for your issue. Do not make duplicate threads, or threads containing the same report which you have made in your first thread. Spamming is not tolerated and can lead to us refusing to provide you with support.
* Support threads may be closed if a moderator deems that the thread is going off-topic and that the OP has their answer, or they may be moved if a moderator deems the thread to be heading towards more specific support that isn't related to Fraps. Please respect all moderator decisions as they are doing to make sure the forum is kept organised and useful for all users. :)
* Issues regarding video editors not playing back Fraps videos or other issues that happen after using Fraps belong in the Video Encoding forum: https://encodingtalk.com/forums/video-encoding.8/
* Please don't self promote yourself in your request threads as it's off topic. If you wish to promote your channel, please do so in the Video Channels board: https://encodingtalk.com/forums/video-channels.9/

Now, onto the main topics. Just click the Show button on each spoiler to see the content under each. :)
Please post a new thread describing your issue, but we require certain information from you before we can assist beyond general guesswork:
* FRAFS Hardware Check
A CrystalDiskMark report of the drive where Fraps records videos to

These programs allow us to get a general picture of what your problem may be. Hardware Check gives us all the details of your system specifications as well as Fraps settings. AVI Info gives us information about a Fraps file that is showing a problem. CrystalDiskMark is a tool which tells us the read/write speeds of the drive where your Fraps videos get recorded: this is invaluable to us as it lets us know if you are bottlenecking, based on whatever you are trying to record.

Please do not post AVI Info reports of every single Fraps AVI you have, we require only an AVI Info report of the AVI file that has an issue.

If you are not sure how to use the AVI Info / Hardware Check programs, please check this thread: https://encodingtalk.com/threads/frafs-avi-info-hardware-check-info.2089/

Likewise, if you are not sure on how to use CrystalDiskMark, then check out this post by our admin on how to obtain the report: https://encodingtalk.com/threads/recommended-hard-drives-for-fraps-recording.536/#post-2073

If you are planning to post pictures with your post, please use spoiler tags. Image heavy threads take their toll on people's connections and spoiler tags allow the threads to load quickly. If you forget to apply spoiler tags, not to worry! A moderator will edit your post to add spoiler tags in, but please do keep in mind that we won't repeatedly do this over and over for you: you must make sure to use spoiler tags when planning to include large images. The format of a spoiler tag is:
[spoiler]whatever you want to be hidden here[/spoiler]
If you don't include required information, we cannot give proper support. Also, do note that while we would love to provide tailored and personal support for each and every user, our job is not to do this. We can give you suggestions on how to improve your videos, but we can't personally assign Site Contributors to users as each Site Contributor has a specialist area and may not help with your problem. If you need tailored support, you may be requested to contact beepa support directly or to use the appropriate channels that you may have (eg an IT Department at your workplace). Thanks for understanding this policy. :)

Oh, one last thing: when your requesting support, please do NOT make arrogant statements about the issue you are having, such as "Oh it's not my hardware" or "Oh it has to be a Fraps issue". If you post things like this, you may be ignored and receive no support. While you might think your hardware is good enough, we may not think so: basically, what I'm saying is that you should let us be the decider of whether your hardware is good enough for Fraps :)

Please check this thread for an example of how you DON'T ask for support on this forum: https://encodingtalk.com/threads/freezes-and-fps-dropdowns-while-recording.1663/
I can't record for more than 30 seconds!
You have downloaded a trial version. What this means is that Fraps will only record for a maximum of 30 seconds before automatically stopping. It also places a watermark for the fraps.com site and only allows .bmp screenshots. If you want to record for an unlimited amount of time, you need to purchase a license. A "Single User License" costs $37 and is a one time payment. We will not support anyone who is using an illegal, pirated copy of Fraps.

My videos appear jerky and unwatchable!
If you are playing your videos back in Windows Media Player or some other video watching program, you are most likely experiencing the high-bit rate issue. The issue is that Fraps videos are recorded to an extremely high bit rate (in some games, the bit rate might be as high as 1GBps!) that many media players are unable to decode properly. Your videos are probably fine: the best way to check is to import your videos into a video editing program and save the joined files and view the output. More information can be found in this excellent resource by our administrator: https://encodingtalk.com/threads/why-should-i-encode-my-videos.2690/

When recording <game>, there's a red border present!
This happens mostly with League of Legends. To fix it, simply rebind the start/stop recording hotkey in Fraps to a different key than the default F9. The hotkey we recommend to use for starting and stopping a recording in Fraps is either Home or End, as these are normally not bound to anything particular in most games.

I can't record the desktop with Fraps!
If your system has Windows 8 installed, then there is no recordable area for Fraps to hook into. We do NOT recommend that people use Fraps to record their desktops: this is why programs like Camstudio and Hypercam 2 were created.
I haven't received the payment confirmation email! / There's an issue with my payment!
Sorry to hear that, but I'm afraid there is nothing we can do for you. This is an unofficial support forum for Fraps based issues: any problems you have when purchasing the software or obtaining the download should be directed to the official support email @ http://fraps.com

Can I contact a Site Contributor privately for support?
No. Please do not contact Site Contributors requesting support, they will be ignored or you will be directed to post in the forums. The point of a support forum is for people to post and get help from anyone. If you ask for support in private, it defeats the point of a community where users help users.

I have an issue with the support provided.
We're all humans and we make mistakes. There are times that we can provide support and it doesn't exactly match to what you were expecting. If that's the case, just shoot up the user a PM and say so. Please don't start flame wars with the user in the thread: it accomplishes nothing and derails the thread.

Another thing: if someone posts advice in a thread that you consider "misinformation", please contact the user in PM. Do not openly call the user out for it in the forums: you will simply be requested to provide your evidence. Our experience so far is that people (mainly random new users who have no history in the forums) who are noticed trying to dictate their opinion onto everyone else do not post their evidence and therefore, their point is nulled. Such posts will also just be deleted or unapproved on sight.

I have a suggestion for Fraps!
Please note that we are not an official support community for Fraps. You are welcome to post your ideas and suggestions for Fraps over in the Fraps General Discussion section, but it's unlikely that your suggestion will be noticed (we *think* that the beepa developers do watch this forum for ideas ;))

Many thanks
- Thalmor Wizard
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